What are we looking for?

Make an Impact Where Healthcare, Technology, and Client Partnership Come Together

We're looking for a Client Success Partner who understands the healthcare payer ecosystem and is passionate about helping clients get meaningful value from technology. In this role, you'll independently manage a portfolio of clients and serve as a primary relationship partner throughout their journey with VBA. You'll get to know your clients' businesses, priorities, challenges, and goals and use that understanding to help them maximize the value of VBA's solutions.

This isn't a role focused solely on responding to requests. We're looking for someone who can see the bigger picture: connect the dots across a client's experience, recognize trends and opportunities, anticipate needs, and bring the right people together to help our clients succeed.

If you enjoy building trusted relationships, solving complex problems, and working at the intersection of healthcare, technology, and client success, we'd love to hear from you.

To be considered for this position, all applicants must complete the Wonderlic Select Assessment. Please click the link below to complete the assessment as part of your application process:
👉 https://apply.select.wonderlic.com/X4VFKR/VBA

The assessment is designed to help us better understand how your strengths align with the requirements of the role. It includes brief questions related to cognitive ability, motivation, and work preferences. Your responses will be kept confidential and used solely to support fair and consistent hiring decisions.

What You Bring

The ideal Client Success Partner combines hands-on TPA and healthcare payer knowledge with client relationship experience and an understanding of SaaS technology. You know how payer operations work, can independently manage client relationships, and are comfortable helping clients navigate complex business and technology needs.

Required Qualifications

• 2+ years of experience in TPA operations, with a strong understanding of benefit administration, claims adjudication, and related healthcare payer operational processes.
• 3-5 years of experience in Client Success, Account Management, Client Services, or a related client-facing role within a B2B SaaS environment, including experience independently managing client or account relationships.
• 1-2+ years of experience supporting healthcare insurance-related technology, such as claims administration or benefits administration platforms, portals, integrations, analytics solutions, or similar technology.
• Working knowledge of healthcare and benefits administration use cases and the ability to understand how technology supports client business and operational needs.
• Strong relationship-building and communication skills, with the ability to develop trusted client partnerships and confidently lead conversations with multiple stakeholders.
• Strong analytical and problem-solving skills, with the ability to simplify complex situations, recognize patterns, and translate information into clear actions.
• Strong organizational and prioritization skills, with the ability to effectively manage multiple clients, projects, and competing priorities.
• Ability to collaborate effectively across teams, coordinate resources, and drive progress on client needs and priorities.
• Ability to work independently and successfully in a remote environment.

What Would Set You Apart

• Knowledge of VBA applications and products.
• Knowledge of SQL or experience working with data to support client needs and problem-solving.
• Project management experience, particularly coordinating cross-functional or client-facing initiatives.
• Experience with project management platforms such as Monday.com or similar tools.
• Experience with ticketing and client support platforms such as Zendesk or similar tools.
• Experience with healthcare EDI, interfaces, integrations, or APIs.

What will you be doing?

As a Client Success Partner, you'll take ownership of an assigned client portfolio and help create a proactive, connected, and valuable client experience.

• Manage and strengthen client relationships. Serve as the primary point of contact for your clients, building trusted relationships across multiple stakeholders and developing a deep understanding of their business, operations, priorities, goals, and evolving needs. Proactively identify opportunities to strengthen client satisfaction, retention, and the long-term partnership with VBA.
• Help clients maximize the value of VBA. Understand how clients use VBA's products and capabilities, identify opportunities to strengthen adoption and utilization, and provide guidance that connects their business needs with the right solutions, resources, and best practices.
• Lead meaningful client conversations. Facilitate recurring meetings, strategic check-ins, and Strategic Business Reviews focused on client priorities, progress, opportunities, and outcomes. Communicate complex topics clearly and confidently with client stakeholders and leadership.
• Maintain a holistic view of client health. Look across the full client experience-including relationship dynamics, support activity, ticket trends, ongoing projects, product utilization, and client feedback-to identify patterns, emerging needs, risks, and opportunities for proactive guidance.
• Anticipate needs and solve problems proactively. Look beyond the immediate question or request to understand what may be happening more broadly. Identify trends, connect information across interactions, and help address potential challenges before they become larger issues.
• Coordinate across VBA to move client priorities forward. Partner with teams including Product, Support, Implementation, Training, Engineering, and others to connect clients with the right expertise, coordinate solutions, and maintain clear ownership and communication.
• Navigate issues and escalations with ownership. Help coordinate complex client needs and escalations with urgency, transparency, and strong follow-through, keeping clients and internal stakeholders informed and aligned through resolution.
• Support evolving client needs and initiatives. Coordinate post-implementation initiatives for established clients, which may include product enhancements, interface requests, partner integrations, training needs, and other projects that support changing business needs.
• Develop expertise across VBA's solutions. Build a strong understanding of VBA's full product ecosystem and how our solutions support healthcare payer operations so you can confidently connect client needs with relevant capabilities and resources.
• Bring the voice of the client into VBA. Share client insights, recurring themes, needs, and opportunities with internal teams to help strengthen our products, processes, and overall client experience.
• All other duties as assigned.

What Success Looks Like

You'll be successful in this role when you become someone both your clients and your VBA teammates trust to understand the bigger picture and help move things forward.

You:

• Independently and effectively manage your assigned client portfolio.
• Build trusted relationships across multiple client stakeholders.
• Understand your clients' businesses, goals, operations, and use of VBA-not just their immediate requests.
• Proactively identify trends, risks, and opportunities and provide meaningful guidance.
• Help clients maximize the value and adoption of VBA's products and capabilities.
• Lead effective client meetings and business reviews that result in clear priorities, decisions, and action.
• Effectively balance competing client needs while maintaining strong responsiveness and follow-through.
• Know how to bring together the right resources across VBA to solve problems and advance client priorities.
• Contribute to strong client satisfaction, retention, and long-term partnerships.
• Bring ideas and insights forward that make the broader Client Success organization and client experience better.

Location: Remote

Travel: Up to 25% travel to client sites

What can VBA offer you?

At VBA, we believe in creating a dynamic and supportive work environment where our team members can thrive. We offer opportunities for professional growth, a collaborative team culture, and the chance to make a significant impact in the healthcare technology space.

Work/Life Balance:

• Remote/Hybrid Schedules (depending on job role)
• Time off:
  • 12 Paid Holidays
  • Responsible Time Off
  • Volunteerism Day
  • Paid Parental Leave:
    • 2 Weeks: Bonding Leave
    • 10 Weeks: Supplemental Medical Leave (for Birthing Parents Only)

Financial Health-Company Sponsored Benefits:

• Life insurance-$500,000 guaranteed issue
• Short- and long-term disability insurance
• Employer match on employee 401(k) contributions
• Broadband Reimbursement up to $120

Health & Wellness:

• Health Insurance (2-Medical Plan Options)
• Dental- Company sponsored benefit
• Vision- Company sponsored benefit
• Employee Assistance Program